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ITS - Help Desk
The City of Flint Information
Technology Services (I.S.) Help Desk provides our customers with a
positive, professional contact to resolve and facilitate problems by
utilizing I.S. resources. Our goal is to increase the efficiency and
effectiveness of our customers.
The Information Services Help Desk Team Is:
•Committed to customer satisfaction.
•Accessible through a single point of contact.
•Proactively engaged in problem management.
•Dedicated to prompt, accurate and courteous delivery of quality support
•Devoted to providing immediate telephone assistance or referral to the
appropriate Information Technology staff.
•Able to handle the critical elements of problem management by:
1. Logging all problems.
2. Performing first-level problem determination.
3. Providing problem resolution.
4. Unresolved calls are assigned to the appropriate staff for follow-up.
5. Monitoring problems coming though the Help Desk to ensure action has
6. Providing reports on the types, trends, and volume of logged
Technicians at the City’s Help Desk provide answers to employee
computer hardware and software questions and requests for service. When
a User calls the Help Desk a work order is created in the Work Order
Database system and the caller is given a tracking number. A work order
can also be generated from the User’s desktop.
The overall average is approximately 119 calls per week. The average
volume per week includes calls initiated by Users with system problems,
replacement and upgrades to existing systems. This in the support of
over 600 users operating various devices attached to the City Network
via LAN/WAN/wireless connections.
In addition, Information Technology Services staff assist in teaching
City staff various programs, so they may acquire computer literacy
skills necessary to perform their job function.
Business Hours: Monday to Friday
8 a.m. to 5 p.m.
Why Recycle Your Computer Equipment?